Betzino Casino - El depósito del jugador no ha sido exitoso.

Hi, I recently signed into Betzino for the first time, in my first deposit to the site (19 euro - £17.07) I completed all the needed verification on my banking app etc resulting in the money being taken out but on the betting site it stated the transaction was 'unauthorised' and failed even though the money had been taken out of my bank.

Please let me know what further steps I can take to ensure the money gets to Betzino and my account.

Thanks,

Casper

Dear casper0618,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process that takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted. 

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

• Do I understand correctly that the deposit has not been returned to your bank account?
• Have you contacted your bank already? Ideally, they should be part of the investigation.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

Dear casper0618,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.